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Happy Supporting Anyone?
What do you like best about the product?
FreshDesk is the best helpdek solution out there, by far in regards to customization, easy to use and ofcourse low cost, (you can also have a free version with less features than the paid one),what i like the most about freshdesk is that they seem to liste what their users needs are and implement upgrades to their solution to make it better and better every day!
What do you dislike about the product?
Actually nothing, FreshDesk applies to many kind of business that is hard to say that "I dislike something about it", maybe the Email configuration for custom mail servers should be easier to configure and add a couple of videos about it on the youtube channel would be nice.
What problems is the product solving and how is that benefiting you?
Keeping track of resources worklooad, pront attemption to customers, and providing solutions quickly.
Recommendations to others considering the product:
If you are considering, you should not look more, prices are a bargain for all the work that freshdesk does for you!
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Helpful and understanding
What do you like best about the product?
Very quick response and live chat is super helpful. The team dealt with my request in a friendly but positive way.
What do you dislike about the product?
Sometimes counterintuitive but the support team help work out whats needed.
What problems is the product solving and how is that benefiting you?
General set up issues and tailoring it to my business needs
Recommendations to others considering the product:
Get the free level and test it out, then upscale as and when needed. Also, use the solutions and create some how-to guides for your clients to see there (you can create general ones and ones that only specific people can see).
V.P of Administration
What do you like best about the product?
The customer portal is what we enjoy most.
What do you dislike about the product?
Not being able to import tickets from another system.
What problems is the product solving and how is that benefiting you?
Customer Portal was a problem for us. Having customer self service is a benefit we have realized.
Excellent product - so flexible - hands down better than Zendesk
What do you like best about the product?
The flexibility of all areas of Freshdesk. Every area is so customisable and offers integration into many apps such as SMS alerts, email marketing and data migration which really help bed Freshdesk into a company.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
What do you dislike about the product?
With technical issues, it can sometimes take a while to make the issue understood with the Customer Support team but they are very keen to help and always see a query through to its resolution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to support customers in four territories, it is easy to do this and to pass calls or tickets back and forth across those teams.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
Recommendations to others considering the product:
Definitely give Freshdesk a go - there are free plans that you can start off with and when you move to a paid plan, it is on a rolling monthly contract with no long term commintment.
First impressions from a new subscriber
What do you like best about the product?
We just moved from other ticketing system to Freshdesk. The changed from my point of view is dramatic!
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
What do you dislike about the product?
1. You cannot crate a group of contact based on a company.
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
What problems is the product solving and how is that benefiting you?
Just simplify the way we work, it is more intuitive.
Give more option to our customers to engage with support team.
Give more option to our customers to engage with support team.
Recommendations to others considering the product:
Good competitive to Zendesk!!
Easy to use with fantastic support
What do you like best about the product?
Well you'd hope that a support SAS would have great support - and Freshdesk does not disappoint.
What do you dislike about the product?
Nothing really. I guess it would be nice to natively link a solution link to an external page (without coding).
What problems is the product solving and how is that benefiting you?
Managing, delegating, tracking and measuring support easily and intuitively.
Recommendations to others considering the product:
Easy to use. Plenty of features (but they don't get in the way. Great support.
Multi attempts at Follow-up
What do you like best about the product?
I ran into an issue late Tuesday night. My Wednesday morning there were several missed calls on my phone history from freshdesk reps. When I called back a wrap picked up his phone immediately.
Their follow-up is excellent.
Their follow-up is excellent.
What do you dislike about the product?
I wish there was someone managing the helpdesk desk more often so I don't need to leave my information to get a call back
What problems is the product solving and how is that benefiting you?
Problems integrating jira with freshdesk
Recommendations to others considering the product:
First task should be attempting to integrate everything before you settle
Effective and Efficient
What do you like best about the product?
The option for canned responses and data trends. It has many useful features.
What do you dislike about the product?
Deletes tickets after certain period, hard to keep track of customer history that way. Does not always organize tickets correctly which can waste some time searching for your oldest tickets.
What problems is the product solving and how is that benefiting you?
Customer service trends, production issues.
Recommendations to others considering the product:
Try the trial before and be sure to go through a guided tour on how to properly use.
Great Customer Service Tool
What do you like best about the product?
I like the flexibility of the software and the ability to integrate with other software.
What do you dislike about the product?
The setup/onboarding process can be challenging.
What problems is the product solving and how is that benefiting you?
We are using the helpdesk as a client service hub.
Recommendations to others considering the product:
Organize the implementation offline before you begin.
Simplified our Helpdesk experience
What do you like best about the product?
We like that our users have multiple options to submit help tickets, and that they can review their ticket history. We also like the customer satisfaction surveys.
What do you dislike about the product?
We have multiple global offices that our Help team supports. Some of the remote offices have local IT vendors with their own ticketing systems. So far, we have found no straightforward way to integrate tickets between systems without triggering multiple duplicate tickets from auto-generated replies from both systems.
What problems is the product solving and how is that benefiting you?
In the past we had no system to measure customer satisfaction, nor a way to report on the level of service our Helpdesk team provided. It was difficult to improve because we had no benchmark. Now we can measure and report on our service, be more effective with help response, continually improve our internal user experience so our users can focus on their business.
Recommendations to others considering the product:
Easy to implement, user-friendly
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